Here at Hebden Tea, we’re dedicated to helping you to find the perfect tea. To make your visit to our online store as pleasant as possible, here are a few answers to some commonly-asked queries:
Postage and Packing Rates
We believe that ordering our products should be as simple as possible, and so we don’t use complex charts; our pricing for online orders is straightforward and easy to understand.
For orders to the United Kingdom, we charge a flat rate of £ 4.20. That means that you can order as many teas as you require for the same shipping rate.
We now also offer free shipping for all orders over £ 30.00.
During the Christmas period 2022, we only process ‘aimed’ 24 hrs services via Royal Mail as it has come to delays using the 48 hrs services due to strikes.
Hebden Tea Company cannot be held responsible for delays caused by Royal Mail or other couriers used to deliver your order.
Please report delayed deliveries within 5 days.
For orders outside the UK, and for orders which include heavier crockery items, our postage costs are adjusted accordingly. This is applied automatically to your online shopping cart to ensure that you will always be able to see how much your postage and packaging will cost before you place your order.
We will only ever charge you the standard Royal Mail delivery costs, plus a little extra in order to cover packaging costs. All of our orders are carefully packed by hand to make sure that our products reach you in perfect condition.
Please note that all our deliveries are tracked.
Orders placed before 3pm will be posted by us on the same day, while orders placed after this time will be posted on the following day.
Oops, We’re Out of Stock!
We make every effort to manage our stock levels as carefully as possible and out-of-stock items are marked on our website as soon as we are able to do so. However, on rare occasions – perhaps if demand for particular items exceeds our projected sales – we may run out of stock before this is reflected on our online storefront. It is likely that we will still be able to offer the item with a slightly delayed delivery date, but if this ever happens we will inform you via e-mail and offer you the opportunity to claim an immediate refund.
In the event a product is out of stock, it may still be purchased but will be clearly marked as:
‘AVAILABLE ON BACKORDER’.
Your purchased items will be sent once all products are back in stock, this may take up to 3 weeks.
If you would like to know about the delivery times for backordered products, please contact us and we will try find out for you.
Did My Order Go Through?
Technology isn’t always perfect, but when you’re ordering items online you want to be sure that your order has been received. If you suffer connection or computer problems while placing your order and want to confirm that we received it, simply contact us using our contact form and they will check the status of your order.
Proof of purchase is always required.
Refunds or credit notes are given for faulty goods only.
Teas are food products and cannot be returned for hygiene and food safety reasons. Faulty items e.g. china, infusers etc. must be returned within a reasonable time. If preferred by the customer, a faulty item can be replaced where possible. If an item is not faulty and the customer wishes to exchange it, we gladly offer an exchange for a different item and/or a credit note. A refund cannot be offered at this case.
Any items that are not faulty that the customer wishes to exchange or receive a credit note for have to be returned within 28 days of purchase. We can offer a refund for faulty goods, an exchange, replacement or credit note in accordance with the above for Hebden Tea Company.
When returning an item, any postage and packaging costs will be covered by the customer.
This does not affect your statutory rights.
Last, but not least, excellent customer service is really important to us. If we haven’t answered your question or you have any feedback, we would love to hear from you so please get in touch.